Brooklands Hotel Reviews 48

Went to the spa on the 24th of April ‘26 with my sister and disabled daughter. Manisha who did the facial and manicure on my daughter was extremely patient and caring for her needs. She made every effort to ensure my daughter was calm and had a pleasant experience. The staff in the restaurant we also lovely. What let’s the experience down was the price of drinks and the fact that you had to pay for parking. Oh hot tub could do with a hand rail to help get in and out

We were ROBBED at Doubletree by Hilton Hyde Park London while sitting with the front office manager Jason Nicholas. He invited us to the restaurant for a chat and Pepsi, he chose the seats at the entrance. He was directly across from us, he saw the entire robbery, he saw the thieves, but denies it all. It surely premeditated.

He is the only one in the hotel who can view the lobby CCTV, mind you he says the restaurant CCTV is out of order. After viewing it himself, he says it's too cloudy, and I can't see clearly.

We were set up by this manager Jason Nicholas, who is employed by Hilton & Brooklands hotel Surrey management company. Incredible!

So here's the thing, you get an invite from the FOM, and while he is sitting directly across from both of us, made a signal to the Thieves to distract us and our very heavy backpack was snatched.

Two days later after the GM ducked us, we caught up with him. He supported Jason's story.

We lost alot, cash for travelling, Iphone, expensive jacket and all the others, credit cards, passport card. There was absolutely NO ASSISTANCE from the hotel. Even we were charged Fully for the 3 nights we booked initially.

THERE IS NO SECURITY WHATSOEVER IN THE HOTEL . And that includes your rooms which anyone has access to.

Hilton has no responsibility, they say it's the hotel's problem.
The hotel management failed us. They told us that their insurance will cover the loss. But the insurance company denied coverage.

Trying to contact the Management Company Brooklands hotel Surrey, the area GM Marco Gervasoni, he called us and told us to follow with our travel insurance.
We sent him numerous emails and he didn't reply.
Timmothy

Only went there for a meal with friends. While waiting for them I bought a pint of Madri and a white wine spritzer - £19.13. Utter daylight robbery.

I also had ‘cider and dill battered’ fish and chips. Didn’t pay for this so can’t comment on the price, but every single chip shop in the area would have served a better fish at a far cheaper price. Not impressed at all.

Hotel view of the track nice, beds comfortable.
Spa is appalling. Had a treatment, which they were late calling me for. Finished 5 minutes early, so had a 10 minute massage that was meant to be 30 mins. Why would they leave me in a room for 5 mins “to get comfortable” before the massage?! Give me 1 min to take my clothes off and come straight back in - that’s my massage time! No apology, just denied it and said I couldn’t be telling the truth. It was a horrid experience and not at all relaxing. What a waste of money!

Arrived at 9:30pm, leaving the next morning. Staff told me car park is £14 for the night. Its really in the middle of nowhere. Staff blamed booking.com but its the hotels choice to charge this rip off fee. Ordered a glass of wine at the bar, £23!

I had the priviledge to experienced the worst hotel service. Lots of overpriced items, but the tipping point was a surcharge for a latte during an all-inclusive breakfast. This bean counting technique has cost you a lifelong customer, and I will go out of my way to discourage my acquaintances from staying at this hotel or any of its affiliates.

Room was great as was bathroom. Very let down by lack of biscuits or coffee machine. Instant was provided but a pod machine or coffee bags would be better. Also the cost of parking at £14 is excessive I am disabled and cannot park away from the hotel. On top of that if we wanted breakfast it’s another £15 each. Such a shame as with these add ons it’s expensive. Room was £144 advance payment.

Arrived at Brooklands hotel there is one receptionist, on the telephone ignoring customers. If reception is busy I would expect two staff on reception. Car parking is not included in price that’s an extra charge, £14 which I would expect in a busy city centre but not an area with next to no public transport and plenty of land for parking. We arrived a bit earlier as the local roads were clearer than expected, I asked if we could check a little earlier 1.5 hrs if our room is ready, I was told your room is ready but we will be adding an extra charge of £15 if you want to get in early. Now I understand the concept of a charge for prebook early check in as housekeeping staff need to rescheduled etc but if your room is ready why add a charge. What happened to good old customer service? Brooklands need to understand they are in the hospitality industry. The room it’s self was a let down our view should have been on the track we got trees in the way it definitely wasn’t as per what the pictures on line indicated Tea and coffee making in the room, there was one cappuccino one hot chocolate there was two guests in our room so if both wanted a hot chocolate or the cappuccino one was unable. It just felt like penny pinching, the room was clean and decor was nice the bed was comfortable but over all the hotel is a let down I refused to use any other facilities after my awful reception experience. I would not recommend staying here stay in a better local hotel

Spa. Receptionist attitude appalling when unexpected fire alarm went off mid treatment. Discussed with events team manager and of no help. Will not return, treatment was stressful and attitude of members of staff unacceptable.

We stayed for a Corporate event with several of our customers. We have stayed annually for a few years now. The stay was faultless, and the service excellent as always. Timothy our waiter on the final night did an excellent job, as did the rest of the staff.

Poor Customer Service
We had a spa booking for the day, and we had to take our son to the hospital the night before so, as soon as we could and yes on the day of the booking called to see if we could amend the day of this as he was not well enough to go to school.
Called at 7.30 am to be asked to call back once reservations were open.
Asked to call back once reservations were in at 9.30
Called back explaining the situation to be told repeatedly that if we asked at least 24 hours in advance this could have been done.
I politely w planned that it was last night that my son was in hospital to again have the same sentence repeated to me!!!
The only support offered was to rebook at a cost of £30 per person which was almost the cost of the deal.
Yes was Groupon voucher but amazed at the fact of the lack of care and did not even listen several times saying 24 hours notice.
Next time I’ll book my son into the hospital in advance.
Such a shame as my wife & I had been here before but will never return
Shocking

Unfortunately I didn't have a great experience at the spa in the Brooklands Hotel today which is bizarrely located at the back of an industrial estate. The spa is very average with overpriced food and drink and not great service. I booked a half day package with treatments, use of the facilities and afternoon tea. When I booked the package on Groupon (thank god I didn't pay full price) - nowhere did it say that the afternoon tea is only served at 4.30pm and no earlier. This was only printed on my voucher after I had booked and paid for everything. Had I known this in advance I would have booked a different spa and hotel because who wants to eat tea, cake and sandwiches at 4.30!

They charge £7 for parking which at least they are up front about but I think it's cheeky to ask paying customers to pay a parking charge when most other hotels offer complementary parking. When you arrive at the hotel there is no sign for the spa anywhere so I had no clue where to go and had to queue at the reception desk to find out it is upstairs on the 3rd floor. Surely a simple sign could be displayed somewhere in the reception area to speed up arrivals.

The staff were friendly and I inquired about getting afternoon tea early as I had to leave by 4pm and they rang the kitchen and confirmed this was possible. The lady did say something about it coming in a box as the afternoon tea is usually served downstairs in another part of the hotel but it didn't quite sink in what this meant. I headed off for my treatment at 2pm which was a nice massage by a lovely gentleman called Ken.

Once that finished I went back to reception to check if I could order afternoon tea then which they said they'd order. I was there on my own so I just needed one portion, there wasn't a big group of us asking to be served early. I waited and waited and after 40 minutes and no sign of the food I returned to the reception desk only to be told they'd completely forgotten to ring the kitchen and order it. Too busy gabbing to each other to do their jobs. Another 10-15 minutes later and it arrived but in classic form the kitchen had gotten the order wrong and arrived with 4 portions of afternoon tea all in takeaway boxes instead of 1 portion on a plate with cutlery which is what I was expecting and not a drop of tea in sight! I'm totally bamboozled as to why a hotel which presumably does room service couldn't manage to put some plates, cutlery, a teapot with tea in it, a cup, saucer and the food on a tray and get the waiter to bring this up from the kitchen - WTF! Funnily enough they had no problem bring outrageously overpriced cocktails up from the bar downstairs on a tray to whoever ordered them but apparently my afternoon tea didn't warrant the same service.

Are you seriously serving your afternoon tea in takeaway boxes - that is NOT what I signed up and paid for. Even more bizarrely the lady at reception didn't seem remotely bothered that I had no cutlery to eat with, no plates to eat from, and no TEA!!!! Is this what you call customer service? I didn't know whether to laugh or cry so I grabbed the boxes and stormed off in a huff. I was so hungry I ate the sandwiches on the way to the car at 4pm after waiting 1 hour to get some food, so in the end it was best the food did arrive in takeaway boxes as I had to leave immediately and take my afternoon tea (with no tea) with me. Also the jam was absolutely hideous - whoever made it has obviously never heard of FRUIT as a food group as it was literally sugary water. The most degusting "jam" I've ever had and I chucked it in the bin straight away. I'll be avoiding this hotel for the rest of my life.

Arrived at hotel 1 hour earlier than check in. Reception lady wonderful, could not do enough for us so kind, thoughtful and helpful a credit to the hotel.

Once we had a walk to Mercedes world we had the spa 3pm - 7pm. This was faultless, all facilities used and it was amazing experience.

At 7.45pm we had our evening meal booked, service was impeccable, the food was outstanding we had a great evening.

Next morning check out no issues, we had breakfast and as with evening meal fantastic service and delicious food.

The whole stay/experiebce was amazing we loved it and well definetely book again.

Thankyou so much for making our weekend so special.

The rooms are dirty stains on the carpet and the showers had built up grime. The dinner service was the worst I've ever had
Waited an hour for starters sent dinner back as it was now cold after waiting for 20 mins for condiments. Why as if you want any condiments if you have no intentions of bringing them. Better yet put them on the table. I didn't stay for dessert as it was now nearly 10pm and we sat for dinner at 7.30. THE EXPERIENCE COST ME £210 plus £14 to park overnight. Which seems silly as you have to park .. 24 hour later no call from hotel or refund. Terrible place to stay .

On entering the Brooklands Hotel tonight, we were met by Emma Aspden whom was very solemn and unwelcoming.

We are regular guests at Brooklands and after a hours journey to get there we quickly felt very despondent, for travelling all that way again.

We found Emma unwelcoming, rude, and abrupt for no reason.

As a ‘receptionist manager’ We would have thought that she would have more interpersonal skills for working with paying guests.

We found Emma’s delivery very unprofessional,

This is extremely unfortunate, especially being at the front of house.

We have never experienced this attitude at Brooklands or any other hotels that we have visited before.

Visited the spa with my friend however disappointed with a few things here: the parking charges are not £10 after 2hours free time so I decided to park elsewhere where and walk to avoid this additional bill! the meditation room is now £60 per couple or £34 each which comes with a drink and a gift which doesn’t suit everyone. It was free before as part of the spa break with Groupon and included a 25 mins treatment which was a great package. Also whilst we were in hot tub the facility guy came and was pouring bleach in the hot tub which I felt wasn’t a great experience. The bleach chemical was strong and I didn’t like being exposed to this. It should be done before users are there. Further and most importantly we noticed a couple vaping discreetly in the sauna facility which is out of order. Staff are present in Spa but clueless about what is going on. Upon informing them they mentioned I should have told them straightaway about it. Well I’m not going to and inform staff whilst I’m having a Spa shower in the facilities area to go to reception soaking wet. There are no notices seen about refraining from vaping inside the facilities. I noticed this by chance but who knows how many other people would be doing this without staff knowledge? This is a health and safety risk for all and steps should be taken to take this issue seriously. With a disappointing experience I thought our inconvenience would be addressed properly.

Amazing new facilities with so much potential but with aware of stealth charges and reduced services. It was my husband and my first visit back after the refurbishment. The standard spa pack with lunch is now without a 20 mins treatment but was still of good value. The new spa area was amazing with a new salt room, brilliant for cooling down. However, the jacuzzi was pretty much a flat hot bath and once again not functioning properly. The meditation room can only be used now if you buy an extra package £18 per people! I don't know if it was because it was a quiet Monday morning with a lower incoming and outgoing of people, but the temperatures in all the saunas and steam room were much hotter than they should be. Someone ought to check the settings as it was not possible to stay in the steam room for more than a few minutes and we didn't see anyone using it the whole morning, properly for the same reason. We had already fed back about the jacuzzi not working so were too tired to complain about the temperatures too.
The shock was the £10 parking fee presented to us upon our departure after lunch, that was for 2.5 hours parking after our 2 hours free parking. Parking was free before the refurbishment and the price was extortionate, more expensive than station parking to go into London! The spa package is for 9am to after lunch so charging for parking is clearly just to get more money out of their customers. The departing gesture by the hotel did leave us disappointed.

Lovely stay, fantastic spa and rooms.
Staff friendly, gave the impression they enjoyed working Reception staff especially nice.

This is a very disappointing hotel. Arrived there to be told it was £28 to park for two nights. We had a cream tea and when it arrived I asked it there was more clotted cream as I needed a magnifying glass to find it and I'm sure the currents were thrown into the scone mix in Weybridge and one landed in each of our scones. They were dry and tasteless. In the evening we had one beer and a wine and the cost was £25 plus service. Next morning at breakfast I asked for a latte coffee and told I could have that but at extra cost. The breakfast is £22 and the extra coffee cost £5.45 including service change. The whole breakfast was cold and the eggs looked like cardboard cut outs. Off we went to visit family and friends and looked forward to getting to the room when we got back. Oh Oh no bed made up, no water, tea or coffee replenishments and no washed cups. We were informed they dont do it daily as its part of saving the planet. How does it save the planet I still had to make the beds, wash the cups and go to Tesco for coffee and milk. No changing of towels and bed sheets is saving water etc and I dont have a problem with that at all in fact I fully agree with it however I do not agree with the lazy money saving idea of going on holiday and making you own bed. Next morning the breakfast was just as degusting. The only thing that saved this hotel was room size and excellent staff throughout the hotel. Its over priced and you will definitely get a better breakfast at most greasy spoon cafes. Definitely not a hotel to recommend to anyone as you would be too embarrassed and ashamed you had your friends waste their money on overpriced from beginning to end over priced rubbish. If you want a good hotel go to Oatlands Park which is not too far away

In respect of my visit to The Brooklands Hotel, overnight 21st & 22nd September 2024. A summery Review:

GOOD: Diligent and professional staff: Good restaurant and bar areas, very good evening meal although “Extras” were expensive and Lager @ £8.75 expensive. Breakfast was self service and OK
.Convenient for Mercedes World. A clean and pleasant environment

NOT SO GOOD: Room 420 was described as “De Luxe”….it was not. Better rooms are found at Premier inn and Travel Lodge. No biscuits, minimal stocked beverages, terrible plastic mini containers of milk, no stationary, no newspaper service option, no opening windows although good air con’. Warner Hotels have this element of customer care perfected.

BAD: The policy of only servicing the room every 2 days is convenient for the hotel but NOT convenient for the guest, No daily replenishment of beverages, so ran out of milk and water, no clearing of used cups or glasses, no emptying of bins, no making of the bed. Door lock card failed on both days

I would recommend staying at a budget hotel but dining at The Brooklands...